Sr. Customer Service Representative

FLSmidth Cement•Allentown, PA

18h

About The Position

To be the customers’ primary point of contact on proposal and order execution, thereby governing all open and ongoing activities within the area of responsibility. Sr. Customer Service Representative ensures that cases within the area of responsibility is well managed in a timely manner. They ensure engagement from various stakeholders by following a project timeline. If a case is at risk of missing timeline and/or scope the Sr. Customer Service Representative must escalate to the manager(when support is required) and inform all relevant stakeholders including the customer if needed.

Requirements

Strong understanding of both technical and commercial concepts
A minimum of 5 years of experience in Proposal Preparation or Contract management
Ability to independently manage multiple priorities and deadlines in a fast-paced environment
Proficiency in Microsoft Office
A positive, customer-centric mindset
Quality focus and time management
Basic knowledge on other disciplines (Electrical, Civil, etc.)
Bachelor’s degree in Engineering, Business, or a related field (desirable)

Nice To Haves

Experience with Power BI, CRM tools, and ERP systems (preferred)
Experience in the cement or heavy industrial sectors (preferred)

Responsibilities

Responsible for the proposal handling and order execution process on cases with required kickoff meetings, from inquiry to OAK
Day-to-day alignment and coordination directly with relevant stakeholders on ongoing cases, deliveries, claims and payments, while at all times keeping the customer informed/involved.
Responsible for governance on agreed contracts and terms and conditions, including Rules of Engagement
Responsible for maintaining Customer Guidelines within own area of responsibility.
Delivering detailed, customer-focused communications such as inquiries, proposal versioning, term updates, pricing negotiations, and service letters.
Follow up and coordinate with internal stakeholders to ensure all promised deliverables are met on time (including, but not limited to, Trade Finance, Supply Chain, Engineering etc.).
Ensuring that the Customer PO’s matches the related proposal and/or the agreed customer guideline for cases with required kick off meetings.
Prioritize and book the PO as soon as possible with reference to customer deadlines and our internal guidelines.
Assure on-time and good communications to keep customers informed of order status and deliveries, based on information from Supply Chain (manufacturing, deliveries etc.).
Supporting Outside Sales with sales and pricing history by mastering our BI tools (Business intelligence) and CRM activities
Supporting the use of the current case operating and tracking systems ensuring high data quality
Ensuring compliance with Export Control regulations when dealing with sanctioned or embargo countries
Handling and resolving customer claims and complaints, minimizing potential negative impacts towards our customer while keeping our direct cost at a minimum
Following up on overdue payments and collaborating with Genpact, including balancing payment terms and taking tough and duly decisions if customer is consistently not paying